Role Description

The Client Concierge will establish itself as a professional and trusted advisor to both the client and the firm with strong domain knowledge and driving our overarching mission of providing superior client service. The concierge will be responsible for ensuring client satisfaction. They maintain expert knowledge of the industry, our products, and services as well as provide clients with insightful information with the goal to deliver an enhanced client experience and then be able to measure our improvement. The concierge will implement a prescribed contact and satisfaction measurement strategy with the new and existing clients via the phone and email and as a result, coordinate with the operations, professional, and legal teams to advocate for client needs and provide valuable information about their needs. They will perform outreach and measure the satisfaction of our existing clients as well.

Key Responsibilities

• Proactive Engagement & Relationship Management
  • The Guide: Act as the initial point of contact post-retention; deliver welcome packets and ensure clients understand "who is who" and how our firm processes work.
  • Health Checks: Conduct regular, scheduled check-ins and facilitate client surveys to ensure they are satisfied with their experience.
  • Reputation Management: Proactively request reviews (ex: Google Reviews) from satisfied clients to support the firm's growth and online presence.
  • Information Pipeline: Document client concerns during routine calls and route standard billing or legal questions to the appropriate department for resolution while remaining the client’s primary guide.
  • Resource Distribution: Provide helpful firm resources (e.g., weekly content updates) and offer trusted third-party resources from our internal referral list.
• High-Level Resolution (Escalations)
  • The Bridge: Act as the vital liaison between the client and the Office Managing Attorney (OMA) for high-level escalations. This includes "critical threats" such as threats of Bar complaints or formal requests for attorney reassignment due to perceived service gaps or dissatisfaction.
  • Hand-off: Once the escalation is documented and the OMA is notified, the OMA will lead the resolution and handle the necessary follow-up to ensure the client’s concerns are addressed.
• Strategic Growth (Estate Planning Integration)
  • Driving LTV: Increase Lifetime Value (LTV) by identifying opportunities to transition Family Law clients into Trusts & Estates clients to ensure their long-term interests are protected.
  • Outreach: Proactively reach out to current clients to offer a free estate planning consultation with our estate attorneys.

Qualifications

• Bachelor’s degree in Business, Marketing, Communications, or related field, preferred.
• Experience in legal intake, sales, client acquisition, or business development.
• Proven ability to meet or exceed lead conversion and sales targets.
• Proficiency with CRM systems, case management platforms, and analytics tools.
• Knowledge of legal advertising rules and ethical constraints.
• Ability to remain professional and empathetic.
• Ability to reset quickly after difficult calls and maintain a positive demeanor.
• High capacity for managing a heavy volume of tasks, emails and calls without losing attention to detail.
• Proficiency in Case Management or CRM software (i.e. Clio and HubSpot, etc).
• Proficiency in Outlook, Microsoft Teams, and other required office programs including multi-line phone systems.
• Proficient in gathering and analyzing data for tracking and reporting purposes.

Benefits

• 100% Employer Paid Medical Benefits for Employees and Dependents
• Dental, Vision, and Life Insurance
• 401 (k) Matching
• Paid Time Off and Holiday Pay

Work Environment

• Full-time position (8-hour shift)
• Remote work environment

Join Our Team!

If you are an organized and motivated individual who thrives in a fast-paced environment and is eager to contribute to a team dedicated to family law, we would love to meet you. Join us at Melone Hatley, PC where you can grow your career and make a meaningful impact!